How can I get a missed call notification from a call queue in Teams phone?

Question

We activated Teams calling for our company, and everything is working as expected except for one thing. We have an after hours group that can be called by customers in case of emergency. This group is build as a call queue with 10 members who all receive the call at the same time. We noticed that when a customers calls and the call is not answered by anyone in the group, that when the client hangs up no one gets a notification that the call even happened. You can imagine this is not acceptable in a professional environment. Could you help me understand why a missed call notification is not standard in a call environment, and provide a solution for how we can make sure this doesn't happen again?

Answer 1

Hi @Wout Koopman

Call Queue Settings:

• Check the settings of the call queue in Microsoft Teams. Ensure that all notifications and call history settings are properly configured. There might be an option to set missed call notifications or to ensure that calls are logged for everyone in the queue.

Voicemail as a Fallback:

• Enable a shared voicemail for the call queue. If no one answers, the call should go to a voicemail that is shared among the group members. This way, any missed calls will be recorded, and members can review the messages promptly.

Use Activity Feed Notifications:

• Ensure that activity feed notifications are enabled for missed calls. This can sometimes be adjusted in the Teams admin center.

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